KWANDA BAKER
Bronx,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Chemical Dependency Counselor Assistant
Elev8 Wellness Center
New York, NY
10.2023 - Current
- Assisted with the implementation of individualized treatment plans for patients.
- Conducted intakes, assessments, and evaluations to determine appropriate level of care for each patient.
- Facilitated group therapy sessions focused on relapse prevention techniques.
- Maintained detailed records of patient progress and changes in condition.
- Attended staff meetings to discuss client cases and develop treatment plans.
- Participated in continuing education courses related to substance abuse counseling.
311/Call Center Customer Service Representative
Kings Teleservices
Brooklyn, NY
05.2014 - 12.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Offered resolutions to de-escalate calls and solve customer issues.
- Consulted with customers regarding needs and addressed concerns.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Utilized problem-solving techniques when resolving challenging customer issues.
Customer Service Representative
Madame Paulette
Long Island City, NY
01.2011 - 01.2013
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
Bachelor of Arts - Sociology
Hunter College of The City University of New York
New York, NYSkills
- Client Advocacy
- Behavioral assessment
- Motivational Interviewing
- Crisis Intervention
Timeline
Chemical Dependency Counselor Assistant
Elev8 Wellness Center
10.2023 - Current
311/Call Center Customer Service Representative
Kings Teleservices
05.2014 - 12.2020
Customer Service Representative
Madame Paulette
01.2011 - 01.2013
Bachelor of Arts - Sociology
Hunter College of The City University of New York
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